If you order your essaysfrom our custom writing service you will receive a perfectly written assignment on CRM. What we need from you is to provide us with your detailed paper instructions for our experienced writers to follow all of your specific writing requirements. Specify your order details, state the exact number of pages required and our custom writing professionals will deliver the best quality CRM paper right on time. Out staff of freelance writers includes over 120 experts proficient in CRM, therefore you can rest assured that your assignment will be handled by only top rated specialists. Order your CRM paper at affordable prices! Human resources have often been considered the most valuable asset of a business, but organisations often don’t act on this principle. If a company aims to retain its employees the areas of job satisfaction and loyalty must be examined. Job satisfaction refers to an employee’s general evaluation of his or her job. The following paper discusses opinions of the major factors that create and improve employee loyalty and job satisfaction, and connects these opinions to the relevant theory.
It then considers the factors that can deter internal communications and gives practical example of these factors. Full time employees spend almost 40 hours a week, or even more, in their work environment. The work environment and culture of an organisation will have an effect on the attitude that an employee has of their job. Obviously, the basic physical needs of an employee should be met in order to make the employee comfortable. The appropriate working equipment must be supplied and equipment that is not directly related to the job should be provided. This may include appropriate lunch and washing facilities. Without these physical amities, the working environment is not a pleasant space to occupy, and employees are more likely to be dissatisfied with their jobs. The not physical environment is just as important. The organisational culture is relevant to job satisfaction. When a person’s beliefs, values and norms are not in line with the organisations, they will not feel connected to the business. A strong organisational culture, which is shared by employees, encourages a sense of belonging and loyalty to the company. (Daft Marcic 001)
Extremely important to many aspects of business, including employee satisfaction is effective communication. Federal Express in Canada, asks for employee input and suggestions. The communication process also travels in the other direction with management providing feedback and communicating with employees on important issues. During economic downturns, staff are given the assurance if a no-layoffs policy which is directly communicated to them. (Vu 00) This corresponds job security which also effects job satisfaction and loyalty. Employees who feel the organisation is loyal to them, is more likely to be loyal to the organisation. Believing they are secure in their job promotes loyalty and can affect the attitude of the employee. Effective internal communication also has an effect on employee attitudes in by allowing the employee to be heard and providing the employee with the information they require to complete their work. Maslow’s hierarchy of needs is relevant. An employee’s need for social acceptance, to be part of a group, and esteem needs of attention and recognition, are gained through communication. (Daft Marcic 001) Gustafson (001) suggests that by keeping their employees fully informed about the organisations activities and direction, and by seeking and incorporating employee input and opinions, a strong connection between their employees and the organisation can be established. In order to promote job satisfaction and loyalty, feedback must also be conveyed back to the employee. Employees will feel both accepted and respected. In order for customers to be satisfied, employees must have the information the customers require. Communication and training is therefore the key to customer satisfaction. Communication and training is also key to employee satisfaction. A person who does not understand their job or certain job tasks is not likely to be content in that position. Job and role clarity is therefore essential for job satisfaction. (Arnett et al. 00). Employees with a clear understanding of their responsibilities are likely to have reduced stress and worry levels, be more productive and in turn be happier with their job. Communication and training is essential to employees understand their tasks and expanding their knowledge. Employees are then also better equipped to handle customers and will be happier to communicate with them.
Whether or not job satisfaction and employee loyalty have an effect on the way employees work, has been a much research and discussed topic. It was once believed that job satisfaction had a positive effect on the productivity. It has since been researched and although job satisfaction can affect productivity; several other factors have been established. Employees that are engaged in repetitive job tasks or use machinery may constantly generate high productivity although they may be unsatisfied with their job and may not be loyal to the company. In this case it is the job tasks, which affect productivity, rather than the employees attitudes. It is also now believed that productivity may actually affect a persons job satisfaction, rather than the inverse, as was once held to be true. A person, who excels in their position, is more likely to be satisfied with their job. This can be linked back to Maslow’s hierarchy of needs. Job success, which includes high productivity, is related to the need for self esteem. High productivity can result in high status, recognition, increased responsibility, and approval from those important to the employee. Also, approval from one’s self and the feeling of fulfilment. (Daft Marcic 001) Productivity, therefore, can affect employee satisfaction and loyalty to the company. The factors of employee satisfaction and loyalty are extremely important to managers and organisations, especially those practicing customer relationship marketing. Although the tie between job satisfaction and productivity isn’t as strong as once believed, the tie between job satisfaction and customer satisfaction is solid. Strong customer satisfaction can affect profit and long-term success. Employee behaviour is controlled by attitude. (Daft Marcic 001) The belief that employee and customer satisfaction are related is shared by many successful businesses.
Maritime Life, a successful Canadian life insurer, considers “employee satisfaction is at the root of customer satisfaction” (Vu 00, p1) As suggested in the case study, product and service features are no longer enough to lead the competition, in highly competitive markets. Companies are turning to their employees to provide the strategic competitive advantage that is needed. “Leaders at the best companies are genuinely and truly committed to making their companies a good place to work a as strategic advantage” (Vu 00, p) Xerox’s human resource manager Anne Mulcahy, also supports these statements by quoting, “Xerox has to have a highly motivated and satisfied workforce if we were to achieve our goal of 100 percent customer satisfaction. Our workforce than became a key source of competitive advantage.” (Tompkins 1, p) Job satisfaction and loyalty is also connected to reduced absenteeism and turnover rates. Those satisfied with their jobs and who are loyal to their company are less likely to take unwarranted days off and less likely to leave the company. Please note that this sample paper on CRM is for your review only. In order to eliminate any of the plagiarism issues, it is highly recommended that you do not use it for you own writing purposes. In case you experience difficulties with writing a well structured and accurately composed paper on CRM, we are here to assist you. Your papers on CRM will be written from scratch, so you do not have to worry about its originality. Order your authentic assignment and you will be amazed at how easy it is to complete a quality custom paper within the shortest time possible!